IMPACT End of Year Review

Annual Review 2021

Connecting people with the best front of house experience

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2021: The Year of Positivity 2021 came and went with a different set of challenges to 2020. If 2020 taught us resilience, 2021 taught us how to make the most of it. And so we did. We used our time wisely, supported each other through the challenging times and emerged into 2022 better than ever! On balance, Impact has has a highly positive year with some brilliant outcomes; let us share with you 2021 Impact Year of Positivity.

Liz Cummins

Jan Darwood

Lenita Minarelli

Thomas Karow

Colin Curnow

Chris Shaw

Mark Kerr

Director, The Perception, Mitie

CX Consultant

This years review shows how Impact has evolved to continue to serve the needs and expectation of our clients. We update you on how we have been working together to support each other and put our time to good use learning to adapt to keeping our customers safe, new working patterns and how to re-engage.

We’ve had a make over and refreshed our brand identity and created new focuses to ensure our work positively impacts not only the people and buildings we work in but the communities around them. This year we are making it social and are highlighting stories of Local business, People, Communities and Charities.

People Development Manager

Client Services Manager

We continue into 2022 as one team with our JLL colleagues to deliver unrivalled front of house experiences.

We look forward to an Impactful 2022.

Impact Oversight Group (IOG)

Impact | Annual Review 2021

Client Relationship Director

CX Associate, Bewonder*

Premium Services FM Director

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Impact: An Evolution

I M PA C T B R A N D G U I D E L I N E S

Timeline

Our 4 pillars

2016: Impact begins

Impact is a world class front of house customer experience programme. What we do is based on 4 key pillars:

Team training: Emotional intelligence and behavioural Charity partnerships Emotionally engaging experiences Team bonding Building relationships 2020: The Year of Kindness Impact Rebrand March 2021 Launch of Impact Learning & Development Brochure Oct 2021 2021: Year of Positivity

What is Impact?

P EO P L E IDENTITY C R E AT I V I T Y EXPERIENCES

“Connecting People with the Best Front of House Experience” OUR VISION:

“To consistently create compelling and emotionally engaging experiences for our communities”

Impact is identified by our quatra composed of our four pillars and ‘E’s; focused on enhancing the lo term wellbeing and enjoyment o communities.

P EO P L E IDENTITY

C R E AT I V I T

EXPERIENC

OUR 4 PILLARS

Impact in numbers

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I M PA C T B R A N D G U I D E L I N E S

Our 4 E’s

TEA M MEMBERS

ENRICH. Bringing Sustainability and Wellness into everything we do.

I ND I V I D UA L BUI LD I NG S

79,000

OC C UPI ERS S ERV ED

ENGAGE. Our everyday services include cycle clinics, yoga, coffee, running clubs etc.

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( E STIMATE D)

Impact | Annual Review 2021

O U R E V O LV E D TA G L I N E :

OUR 4 E’S

E V O LV E .

Tiny Noticeable Touches ( create added value at o properties.

EXCITE.

Creating Magic Momen From small placemakin events to enhanced even experiential activities

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The evolution of the workspace.

SPACE AS A SERVICE Employee empowerment, productivity enhancement

BIRTH OF THE MODERN OFFICE

ACTIVITY BASED WORKING

Houseworkers undertaking admin/ paperwork purpose

Workspace flexibility with a focus on promoting the human experience

1900-1950’s

2010-2020’s

THE CUBICLE FARM Enable employee productivity and IT access for minimum cost THE EARLY OFFICE

RISE OF OPEN PL AN

Centralising large complex operations

Maximise operational efficiency & enforce management hierachy

1700-1800s

1950-1970s

Impact | Annual Review 2021

1980-2000’s

2020+

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The evolving FOH role at Impact

...evolving fashion

FM SUPPORT

EVENTS

EVENTS

CONCIERGE

CONCIERGE

CONCIERGE

MEET & GREET

MEET & GREET

MEET & GREET

MEET & GREET

2000

2005

2015

2020

Impact | Annual Review 2021

ST Y L E

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70 St Mary’s Axe

NEW STYLE. 240 Blackfriars Road

Impact | Annual Review 2021

Impact has evolved to embrace a smart relaxed style, ensuring our teams feel confident and comfortable while remaining smart and professional ready to serve our occupiers.

New approach: • • • • • • • • • • •

Personable Warm Caring Confident Takes ownership Loves their job and company Creates a great first impression Builds rapport Uses customers’ names Seamless cover Seamlessly adapts to change

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Impact Brand Guidelines

Brand Application

Brand Application

Newsletters

Impact, Newsletter.

Success Stories continued...

Occupier Newsletter at 10 Hammersmith

We thought we would take this opportunity to show you that has been taking place behind the scenes at 10 Hamm The official launch of their brand new Newsletter is somet should be celebrated! We know ourselves the amount of a project like this and the results speak for themselves wh been produced. What a fantastic way to communicate wi and we are so proud to see more and more of you followi

3RD Q UART E R 20 17

Well done Team 10HG, a great example of what can be a

A few words,

Impact

We have recently celebrated our first anniversary and I am delighted with all of the achievements we have made thus far. I would like to thank our Front of House team and account managers across the country for their professionalism, hard work and can-do attitude. They are the face of Impact and are the ambassadors of the properties they look after. I would also like to extend our gratitude to the Facilities Managers and Surveyors for their support and interaction with our teams along with the empowerment they have provided them. Our goal is to become recognised as the leading Front of House team in the UK and I truly believe we are on that path. Rome was not built in a day, but we have set a solid foundation and in our second year we need to build on that success, keep the momentum going and evolve Impact so that it continues to delight and exceed our customer’s expectations. The All Blacks - possibly the world’s best example of an exemplary team - live by an uncompromising desire to harness the best talent and deliver the best performance: If we all embody this philosophy we too can also achieve greater success.

Brand Guidelines

Impact Roadshow April saw our first roadshow of the year as we welcomed the team to join us for a review of ‘Impact one year on’, showcasing the very best of our success, how it was achieved and our strategic approach to the year ahead.

From this...

NEW I D E N T I T Y. In 2021 we evolved our brand, modernising it to ensure it reflects our team members and our clients.

During the show we shared the results of our survey, thank you to everyone in the team who has provided their feedback so far.

We would encourage anyone who has not yet had a chance to complete it, to take 5 minutes to have your say.

We really do value your feedback and along with your support, it will help evolve Impact in the future.

Here are a few of the best results from your feedback so far...

• 56% Live Lounges. Comment on remaining 44%.

• 70% think Impact has made a positive improvement.

• 100% Clarity on where to go for Impact info.

• 72% good or excellent response on Impact attire.

• 90% of clients aware of Impact

We are glad to see so many of you making the most of th we have been treated to over the last month and with Sum taking place across our buildings, we wanted to share just fantastic things you are doing!

Victoria House It was a pamper session for all at Victoria House on Wednesday 14th June to blow away those mid-month blues ahead of the official start to Summer. With treatments being offered from Rush Hair Salon, their in house masseuse Katie and the new in house beautician Cheryl. Naked Grouse were also on hand to provide cocktails to any thirsty occupiers as well as entertainment from London Cabaret Club.

Jan Dawood Impact Experience Manager

5 Canada Square

Thank you to everyone who attended and we look forward to working with you and your teams in the year ahead!

Retail Governance In May we released our new retail pop up policy to help support our teams in selecting the appropriate suppliers into their buildings.

This policy introduces a mandatory set of rules for ‘pop up’ retail operations (those charging for goods or services) being permitted into an Impact property. The purpose of the policy is to protect and enhance the reputation of our Clients and JLL’s management service.

A Revolutionary Approach to Front of House Services.

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Impact Brand Guidelines

Brand Elements

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Impact Brand Guidelines

Brand Elements

Brand Application

The Logo

Brochures

Occupiers at 5 Canada Square were treated to a summer celebration in the comfort of their own building with live music, work well being massages, pop up retail shops including Book People, Stokes Sauces, Tea Pigs, Elemis, various fashion, footwear and accessories stalls plus beauty treatments.

A great day was had by all and what’s more the team put together a video, showcasing the highlights from the day.

A Revolutionary Approach to Front of House Services.

Brand Application

The master logo can be used in the colourways shown to the right.

When you’re using the logo on a light background, you should use the ‘primary’ option.

If you’re using the logo against a dark background colour, you should use the ‘reversed’ variant.

“To consistently create emotionally engaging experience for all of the people we serve.”

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Maya Angelou

Primary

Impact | Annual Review 2021

Please contact TKarow@theperception.co.uk for the link to the survey.

Summer Events in Full Swing

Reversed

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To this...

I M PA C T B R A N D G U I D E L I N E S

I M PA C T B R A N D G U I D E L I N E S

Our master brand logo is the signature and quality mark of our visual identity. It is a simple device designed to convey a sense of strength and confidence. It also communicates values of warmth and connection through its symbol.

The logo must always be used in this format and primarily in these colour combinations.

Master Logo

Our primary brand colours reinforce the connection to our brand. They provide a premium, bold and professional look and feel whilst remaining friendly and positive. They are used to enhance the messaging and tone of voice of our communications.

Impact

Impact E N G A G E . E V O LV E . E N R I C H . E X C I T E .

Primary Colour Palette

For use on: • PREMIUM SALES DOCUMENTS • PITCHES • TENDER DOCUMENTS

RGB CMYK

7 7 / 7 1 / 74 56/52/44/56

RGB CMYK

DARK GREY

198/163/48 20/30/88/10

GOLD

E N G A G E . E V O LV E . E N R I C H . E X C I T E .

RGB CMYK

Brand Guidelines

GOLD FOIL

M A ST E R LO G O

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I M PA C T B R A N D G U I D E L I N E S

I M PA C T B R A N D G U I D E L I N E S

I M PA C T B R A N D G U I D E L I N E S

Secondary Colour Palette

Brand Application Premium Brochure

Brand Application Community Campaigns

Our secondary colours are chosen to compliment our primary palette and to add variety and flavour to our brand, with a more vibrant, bold, creative and friendly approach. The colours should be used to enhance the content in our marketing material.

This example shows how the brand elements come together to create an individual and distinct look to our communications, using the primary colour palette for a premium finish.

This example shows how the brand elements come together to create a vibrant and positive look to our communications, using the secondary colour palette and logo.

For use on: • N AT I O N A L C A M PA I G N S • INTERNAL DOCUMENTS • W E L L B E I N G C O L L AT E R A L

RGB CMYK

239/205/81 9/17/77/0

Y E L LOW

255/160/102 0/47/61/0

ORANGE

S E C O N D A RY C O L O U R PA L E T T E

RGB CMYK

35/178/191 72/3/27/0

B LU E

RGB CMYK

Impact | Annual Review 2021

P R I M A RY C O L O U R PA L E T T E

RGB CMYK RED

206/116/112 12/68/50/0

RGB CMYK

196/230/229 27/0/13/0

EGGSHELL

RGB CMYK

7 7 / 7 1 / 74 56/52/44/56

DARK GREY

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B R A N D A P P L I C AT I O N P R E M I U M B R O C H U R E

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B R A N D A P P L I C AT I O N C O M M U N I T Y C A M PA I G N S

COPPER

7/55/78 24 / 8 0 / 8 0 / 2 0

RGB CMYK CREAM

232/190/131 10/28/54/0

88% TINT OF BLACK

RICH GRE

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I M PA C T TEAM.

Impact | Annual Review 2021

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Impact | Annual Review 2021

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Working as One Team Over the last six years we have built up an excellent working relationship with our JLL colleagues on the Impact programme. So that today we find ourselves working together as ‘one team’.

We have complete clarity around our Impact vision and the output of all the work we do, whether that be strategic or day-to-day on the ground. We work together to create seamlessness experiences that deliver for our occupiers, visitors, and landlords.

Our focus has remained centred around embracing the challenges we face, developing our resilience and strengthening our partnerships. In this way we work together as one strong and authentic Team. What is it like to be part of this team? These extracts from this year’s team survey paint a very positive picture.

92%

FEEL TH E I MPORTA NC E W E PLA C E ON W OR K PLA C E W ELLBEI NG A ND H EA LTH .

89%

FELT TH AT I MPA C T A C TI V ELY LOOK A FTER TH E W ELLBEI NG OF TH EI R TEA MS .

83%

SA I D TH EY FELT TH EY W ER E EQUI PPED W I TH AL L TH E I NFOR MATI ON TH EY NEED ED TO D O TH EI R J O B .

86%

SA I D TH EY A R E S UPPORTED TO D ELI V ER ON T HE C H A NG I NG NEED OF TH EI R C USTOMERS .

88%

FELT TH AT D I V ERS I TY WA S VA LUED

BY TH E I MPA C T TEA M.

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AVE RAG E YE ARS SE RV I C E

We are a little bit different...

And that’s a good thing.

4.2

LO C K D O W N BABIES

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S TAT S .

B A C K G RO U N D I N D U ST R I E S

Hospitality, retail, leisure, airlines, security.

Impact | Annual Review 2021

AV ER A G E A G E

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Gender 1 7 % MA LE 8 3 % FEMA LE

NATI ONA LI TI ES

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L AN G UAG E S S P O KE N

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2021: A year of Learning 2021 has seen a shift from predominately classroom delivery to virtual/remote facilitation. Whilst we have missed that F2F contact, this method of delivery has forced us to be more innovative. In turn this has captured many more participants from the regions and learners have really embraced the change with feedback being very positive.

Impact | Annual Review 2021

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Impact Workout 2021 saw the introduction of our Impact Workout Series.

A three hour bite size session covering three main topics areas: Peak performance •

Identify what peak performance is

•

The four factors that affect peak performance

•

How to achieve peak performance, 6 easy ways

Our Impact on others •

Discover the benefits of improving our Impact on others

•

Identify what drives our behaviour

•

Recognise and summarise the 4 motivational styles

•

Calculate and define your motivational style

•

Distinguish the strengths and weaknesses of different motivational styles

Fundamental Attribution Error

Impact | Annual Review 2021

•

Recognise what Fundamental Attribution Error is and how it affects all of us every day

•

Identify the six sources of influence

•

Learn how to positively influence decisions to create more effective outcomes

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Taking learning further ‘Effective Communication’ Workout introduced This new workout is focused on why emotional intelligence is at the heart of communicating well and why the virtual platforms can be a great way to cultivate effective relationships. Virtual learning can be a perfect tool to nurture a thriving corporate culture across the national Impact community.

Our 5 Wellbeing Workouts We remain dedicated to the wellbeing of our community, recognising the difficulties and concerns our teams re-entering the workplace were facing together with those continuing throughout Covid lockdowns.

We renew our commitment to supporting our team’s Mental Health, inspiring others, and consistently fostering energetic and proactive teams across the contract.

Impact | Annual Review 2021

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I MPA C T D EV ELOPMENT TR A I NI NG D ELI V ER ED TO

266

Team Members

120

L&D IN NUMBERS 2021.

Impact | Annual Review 2021

D EV ELOPMENT S ES S I ONS RUN

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20 of our I m pa c t t ea m s hav e c om plet ed St ag es 4 of our S er v i c e Fi r st i n 2 02 1

o f o u r I mp ac t Co mmu n i ty h av e pa r ti c i p ate d i n W e ll b e i n g Wo r ko u ts ac ro ss th e p o r tfo l i o s

W e su c c e ssf u lly ran o u r L e v e l 2 i n Fi r e S af e ty i n De c e mb e r 2 0 2 1 .

F E ED BAC K

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I M PA C T T E A M

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Impact | Annual Review 2021

“Today’s workout is beneficial to me in- terms of good customer service by treating customers well, exceeding expectations, and build a strong relationship.”

“I just wanted to say thank you so much for the training sessions that I attended. I really have taken and learned so much from them and you which will help me deal with situations and the right approach, I genuinely mean when I say you are an inspiration, thank you again.”

“Because today session was fantastic, we didn’t realise the time, it was very interesting and motivational. I think this kind of training boosts our confidence and adds to our positive attitude towards our everyday life which is not only limited to our professional life.

Sharing ideas with others in the group helped motivation, and hearing from Jan on the different ways we can improve ourselves and service.”

“The 6 strategies of success were my favourite topic, where I learned about belief and how it helps you to gather breakthroughs.

The training was truly memorable and the knowledge I carry forward In my work place and at a personal level is priceless.”

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Meet the Impact Stars Our team have gone over and above this year to support each other, their property teams and occupiers.

Impact | Annual Review 2021

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Marta, Impact Receptionist, The Kirkgate, ASI Mitie Star Award

Marta has been awarded a Mitie Star Award for reacting efficiently to a first aid situation in January when a visitor had a seizure in reception. Thanks to her quick action he was provided first aid before being taken to the hospital and recovered well.

“Excellent work by Marta, and an excellent report on what happened. I have to say she has been a great addition to the site.”

Anna Fionda – Facilities Manager JLL Impact | Annual Review 2021

Rogelio, 40 Berkeley Square, London, Aviva Duvet Day

As a way to thank all keyworkers at 40 Berkeley Square and surrounding area our Impact receptionist Rogelio created 50 individual gift bags. These bags were distributed to the on-site engineers, cleaning and security teams and also to the local council waste disposal teams and city street cleaners. One of the contents in the bag was a black and white drawing from artist and illustrator Brett Hudson, that captures the wonderful key workers all standing together and a thank you note on the bottom. The card was left as black and white to encourage children to colour all the different key workers on display.

“Thank you Rogelio. This is a lovely beautiful thing to do. It will be greatly received by our cleaning team and the engineers.”

Melina - Vice President, Blackstone

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Alex, 100 Brompton Road Impact Star

Alex has shown great customer service supporting in the day-to-day support logistics, such as mail and courier deliveries for our clients, but also dealing with emergency calls, assisting occupiers with general requests and being a true ambassador for the 5-star service we provide.

“What an exemplary service from Alex last night, can you put her up for an award, she has dealt with this most professionally with no fuss or bother and has stayed late as well. As you will have seen I have thanked her already some sort of award would be the icing on the cake?“ Impact | Annual Review 2021

Nick Morris - Senior Facilities Manager

Joan Covell, 10 Temple Street, Business Spaces Going the extra Mile

“Jo takes great pride and ownership of site to ensure that the it runs efficiently and in accordance with JLL and the clients procedures. I can always rely on her, and coming in as a new FM under Covid restrictions, her support and knowledge have proved to be invaluable. Her willingness to help and professionalism mean that it is a pleasure to deal with her and this has also been commented on in feedback from occupiers and contractors.”

Jacqui Bradshaw - JLL FM 10 Temple Street

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Kash Abdul, 85 London Wall, LIM One Team Award

“Kash is an absolute asset to 85 London Wall. He has exceptional customer service skills and is always willing and keen to take on additional responsibilities. He is a driven member of the Management Team and I have complete trust in his ability to manage the day to day activities that arise on site.”

Lenuta Grigoriu, 5 Young Street, Central London Outstanding Team member

“Lenuta is incredibly good at keeping me informed with matters going on with Tenants, their contractors and our own servicing engineers, plus Lenuta manages the tenant receptionists, their post/ deliveries and on occasion when post appears to have gone missing, carries out investigation and reports when this is complete. Lenuta is exceptional and should apply the moment an assistant FM position becomes available.”

Neil Winter - Facilities Manager

Impact | Annual Review 2021

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C A M PA I G N S .

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Wellbeing • National Impact campaign to encourage and highlight importance of wellbeing for our communities 21st – 25th June

Welcome Back!

We’ve missed you

• Daily changing Wellbeing themes • Welcome Back Connecting people with the best front of house experience

Impact | Annual Review 2021

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Welcome Back 20 Gresham Street

• Team issued welcome back gifts to occupiers • QR code for survey included in gift bags • Hamper raffle included to encourage replies from occupiers • Received 85 replies so far, live dashboard • 270 per day “Very welcoming receptionist, lovely welcome bag, and covid precautions are very good”

Impact | Annual Review 2021

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Creating Social value with impact 2021 was our Year of Positivity using our mindset to get through the more challenging times and continuing to think postiviely to make create engaging experiences for others. We want to highlight how our teams values stretch further than our occupiers and buildings.

Impact makes a difference in: • • • •

Local Business People Local Community Charity

Impact | Annual Review 2021

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Casa Cannoli 20 Gresham Street

At Impact we support local businesses and Casa Cannoli is a great example of this. They are a Sicilian themed patisserie pop up that serve the most authentic and delicious cannoli and sweet treats.

They care about being sutainable and where possible, source ingredients locally and are gradually becoming entirely plastic-free. Casa Cannoli use electric vehicles and scooters to deliver our product to our loyal customers. All the team are from the local area.

Impact are proud to support business that make an impact in the local area and also give our occupiers a great experience and treat!

Impact | Annual Review 2021

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Mealhub

One London Wall • Installed at One London Wall ground floor • Currently on trial for 6 months free of charge • Gives occupiers the opportunity to order lunches from local restaurants which will be delivered into their Mealhub locker • Occupier receive notification via the app which also handles all financial transactions

Impact | Annual Review 2021

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Promise in Store 20 Gresham Street

They source and sell beautiful gifts and household goods from partners who are dedicated to creating educational or employment opportunities for people with learning difficulties, disabilities, or life challenges.

Promise in Store hopes to develop customer service retail skills and send people forward confidently into the retail sector to fulfil their potential wherever possible. Promise is hope.

Impact | Annual Review 2021

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Fundraising Initiatives Here are just some of the many amazing initiatives run by our teams.

Impact | Annual Review 2021

A M O U N T R A I S E D S O FA R

£ 24 , 0 00 for local charities

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Movember at The White Building This year over the month of November, our Impact team member Andy teamed up with local gym chain to raise awareness for the men’s health charity – Movember. As well as raising some much-needed awareness for the most serious issues that affect men’s health. The White Building came together to raise a total of £250 in donations towards the Movember Foundation.

Aman Dhillon, Impact Account Manger, Walk All Over Cancer Fundraising

Jai Virpal Welcome Host The Perception on behalf of JLL One Kingdom Stree

In 2019, Ams sadly lost her father to Cancer so she decided to take part in this years fundraising and committed to walking 10,000 steps every day for Cancer Research UK.

I am glad to announce that One Kingdom Street and Vodafone Reception teams working together raised £62.36 for this year’s British Legion Poppy Appeal.

She set her target to £1,000 feeling a little brave however within the first few hours of sharing her fundraising page with her family, friends & colleagues she hit her target on day one. She increased her target to £2,000 and with the support of many people she managed to raise £1,952.84 + £263.75 in Gift Aid. Ams almost walked 15,000+ steps a day, her target was 310,000. She managed to walk 414,135 steps which was a great achievement for her.

Thank you very much for helping publicise our Appeal: Without your support we would be unable to help The Royal British Legion.

Robabell, Corporate Receptionist, 75 King William Street Robabell managed to raise £570 for Macmillan, she received the following email from JustGiving: Impact | Annual Review 2021

“You’re a top 20% fundraiser, Robabell, Your Winter Walk Challenge page was one of the most successful JustGiving pages last month. Out of thousands of fundraisers, you were in the top 20%.

Congrats on raising so much for Macmillan Cancer Support - you’re an absolute hero.”

She has experienced first hand and seen how hard the doctors and other professionals work to care for sick Cancer patients and with the support of everyone’s fundraising we can help improve research and treatment for those who unfortunately are diagnosed with Cancer.

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Guide Dogs for the blind 20 Gresham Street

Our Occupiers could get more information about the important work the charity is doing, sign up for sponsorship’s for dogs in training and of course say “Hi” to our furry friends which are doing such an important job. If you would also like to host an event at your property, please reach out to your Impact Account Manager.

Impact | Annual Review 2021

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11 Days of Christmas 20 Gresham Street

Created a 11 Days of Christmas for December.

Through the 11 days starting from the 29th of November, the site hosted different pop-ups each day. Most of the vendors donated 10% of their revenue to a chosen charity. During this period £326 was raised and donated to various charities including Cancer Research, Glassdoor Homeless and British Dyslexia Association.

Impact | Annual Review 2021

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Young Lives vs Cancer One London Wall

Our team at One London Wall has organised a Christmas Charity Raffle, where the occupiers donated prizes for the raffle. A total of £396 was raised and donated to Young Lives vs Cancer.

The site also hosted a number of pop-ups such as local business DG Brownies 10% of their revenue were donated to Young Lives vs Cancer.

Impact | Annual Review 2021

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St. Mungos Charity 240 Blackfriars

In the season where the cold weather makes life very difficult for many homeless people unfortunately sleeping rough in London, the team of 240 Blackfriars teamed up with St. Mungos charity and donated 13 bags full of warm clothes to keep vulnerable people warm during winter.

The team also organised a Christmas market and invited various vendors.

Impact | Annual Review 2021

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Growing community with Impact The White Building

You can find a great example of how we champion sustainable practices to grow communities at The White Building. We have a dedicated communal roof garden that is enjoyed by the building’s occupiers all year round. This is a place to socialise, hold events and unwind during (and after) a long day at work. The roof garden boasts a wonderful amount of sunshine coverage all year round, which makes it the perfect environment for growing vegetables.

We provided dedicated planters and topsoil to the building’s occupiers, who over the course of the year grew, cultivated, and harvested their own organic produce. Most importantly, the community grew along with the vegetables!

Impact | Annual Review 2021

F E ED BAC K

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OCCUPIER

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Justina and Jasmine, One Valpy, Reading, Abrdn “Justina and Jasmine have been incredibly helpful since I took over management of One Valpy back in August last year and made a much appreciated effort to welcome me to the building team. They are both so flexible and have handled the ever changing circumstances very well. I feel they support and complement each other even though they don’t share the desk at the moment, handovers are seamless. There are never any issues and they are both very responsive whenever there may be an incident. They create a happy work environment as a team and have been a pleasure to work with.”

Received the ‘Pride Award’ from the JLL team in March.

“A couple of weeks ago we had an elderly gentleman who came onto our Estate, as he was looking for the vaccination centre for his Covid jab. He was speaking with another gentleman when I overheard what he was asking for, I then intervened to help him with his query.

I could tell that where he needed to go would be quite confusing for him if I directed him from where we was, so I took the initiative of thinking to assist him to the vaccination centre myself. I took him to the vaccination centre and he was really appreciative and grateful that I guided him there, as he wasn’t sure how to find the place on his own.”

Maria & Alena, Receptionists, Tokenhouse Yard, London Have received a one off bonus of £75 each as a sign of gratitude from the Building Management team on how well they have dealt with a serious flooding in the building.

“Just want to pass on my appreciation to Alena and Maria at Tokenhouse Yard.

We had a major leak at the property this afternoon. This was not a dripping pipe, but water was literally pouring from a damaged outlet and flooding the basement kitchen area, as well as moving out into the lift lobby area and was heading into the lift shaft. Both of the reception team immediately got to work alongside the site cleaner and kept the potential for damage to a minimum. Once the work to stop the flow of water was completed by our M&E provider, both of them continued with the task of clearing the water that had accumulated.

This sort of attitude is greatly appreciated.”

Christy Lewington Assistant Facilities Manager Impact | Annual Review 2021

Daniel, Guest Experience Host, International Quarters London, Central London

Darren Spring Facilities Manager

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Emine, Receptionist, Stylus Building London, Aviva “Emine, has been creating awareness and running a fundraiser campaign for a cause which has deeply affected her. A baby called Roza Ari was diagnosed with SMA (spinal muscular atrophy) which is a disease that progressively destroys motor neurones, nerve cells in the brain stem and spinal cord that control essential skeletal muscle activity such as speaking, walking, breathing and swallowing leading to muscle weakness and atrophy and most babies does not reach the age of 2. The team fundraiser Emine set up together with a friend has already raised more than £80.000.”

Ams, Impact Account Manager “Just to say my account manager Ams is brilliant, very conscientious and any issues she will sort without delay. Very personable and has a good relationship with her staff and manages my team well.

We’ve had some difficult staff in the past but Ams continues the positive approach and passes on the “can do“ attitude which is refreshing. If I have any queries or issues with the site team I know I can count on Ams for support.”

Michelle E FM, 20 Hammersmith Impact | Annual Review 2021

Delia, Impact Front of House Receptionist, 45 Church Street, Birmingham, Royal London

Joade & Piotr, 1 New York Street, Manchester, Royal London

“I have now met with Delta’s Property Director. They were very glowing of the building and the management team, all the way to Delia on reception. They like the building and want to stay – the reception makes it feel like a brand new building.”

“I just wanted to send my thanks to you following the fantastic feedback we received from the occupiers on their customer service survey. Your hard work really does mean a lot to us and we really appreciate it. 2020 was a tough year and you continued to be on site, doing a great job and providing a welcoming environment and safe space for everyone at 1 New York Street.”

Stephanie Moore Contract Director JLL

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Alex, 151 Shaftsbury, London, Royal London

Natalie, 2 Chamberlain Square, Birmingham, Hermes

Vivien, Executive Support Team member, London

Ciprian – Impact Front of House Receptionist, Central London

“Hope you are keeping well, I would like to bring to your attention the email below from Alex and draw your attention to the attached email where Alex has received praise form one of our occupiers within 151 Shaftesbury Ave today.

“Just want to pass on the below to you.

Ross is a development manager for Argent and was showing around potential tenants and a fit out contractor today.

Natalie, as always, was great again! Can you please pass on our thanks from Ross’ for her help.”

“Just wanted to offer feedback on the cover receptionist while chatting with a tenant, they mentioned the cover Vivien was superb. ‘Lovely’ I think was used in the sentence. Thank you.”

“During the showround of Vodafone’s areas last week, Adam Golding, Landlord representative also attended. He was very pleased with how you assisted his visitors and asked me to pass on his thanks. He also received great feedback about you from Emma, regarding how helpful you‘ve been in promoting the Spanish lessons with our Occupiers.

With Alex’s quick thinking and calm manner she has potentially identified fraudulent activity to the occupier.

Well done, I am very glad your efforts are being noticed by our Client, particularly during these extraordinary times.”

Alex managed to keep calm and professional throughout the situation and alert the occupier and at the same time still maintain the security of the building.

Please therefore pass on our thanks and well done.“

Mark Thompson Senior Facilities Manager

Jasmine Young Assistant Facilities Manager

Neil Winter Facilities Manager

Valeria General Manager

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Jayne, Impact Reception Manager at One London Wall

Lenuta, Impact Front of House Receptionist at 5 Young Street

“Jayne is a real asset to the One London Wall Team as she always is conscientious to occupiers, visitors and other members of staff - nothing is too much trouble.

I receive great feedback from all stakeholders regarding Jayne and she has always shown proactiveness in improving the FOH and OLW experience.

“Lenuta thank you for all of your hard work. You are such a help for Endeavour.

Thank you for dealing with our visitors and deliveries. You manage effortlessly and efficiently. We don’t know what we would do without you!”

Please pass on mine and the teams gratitude for her fantastic and enthusiastic work ethic as it is really appreciated.“

Regal House Twickenham

Kinnaird House

“Sofia, as it comes to the end of a busy and tough year we would just like to pass on our thanks to you and your team. You are always quick to respond to all of our requests and queries which makes our working lives so much better, so thank you. Last but not least a huge well done and thank you to Greta, who joined our team in July, she has created strong relationships with occupiers and added a warm atmosphere to our front of house.

Greta takes on all tasks we pass to her and completes them in a professional and timely manner. Greta is fun to work with and has been a great addition to our team.”

Our Impact team member Ana–Maria arranged for the catering company Le Montmartre, an office catering company with good reviews and great options that suited our vision. Impact bowls are very appreciated at Kinnaird House, bringing joy and curiosity among the occupiers. Having this in mind, we decided to opt for breakfast. And what brings people together better than food!

The occupiers had a really good time, they relaxed and laughed. Le Montmartre has a range of Popup options like savoury / sweet crepes, chocolate fountain, smoothie & juice bar station, ice cream station, office barbecue etc.

“We are very happy to be at Kinnaird House! At the other building we were not getting this kind of popup events, and so many freebies. We love it!”

Angela NZHC “Thank you very much for today, we have enjoyed the crepes pop-up. In fact, I had two of them!“ Wendy NZG “I wish we had this every morning.“ Bridget

Chris Godbold General Manager JLL

Kellie Occupier, 5 Young Street

Natalie Haughney Building Manager JLL

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2022: Looking Forward We hope you enjoyed our highlights from 2021 and see how Impact is in better shape than ever to serve our clients. Creating social value for our occupiers will continue to be a focus as well as training and evolving our Teams.

It is often said that one’s true nature is revealed in times of adversity and we know our extremely productive 2021 has revealed our character and will pay dividends for our clients and occupiers in 2022.

The year of positivity taught us we were stronger together, sharing knowledge and looking after each other. We are delighted for another year to share that we benefit from one of the highest employee retention rates of any front of house provider in the business.

We are incredibly proud of this as it adds huge value to our clients’ operations and ensures we continue to create industry leading front of house experiences.

Wishing you a healthy and prosperous 2022.

The IOG

Impact | Annual Review 2021

Chris Shaw

Christopher.Shaw@eu.jll.com

Colin Curnow

Colin.Curnow@eu.jll.com

Jan Dawood

jan.dawood@joshcameronconsulting.com

Liz Cummins

Liz.Cummins@mitie.com

Thomas Karow

Thomas.Karow@mitie.com

Lenita Minarelli

Lenita.Minarelli@mitie.com

Mark Kerr Connecting people with the best front of house experience

mark.kerr@bewonder.co.uk